Agent-Guest Services

CRITICAL TASKSCRITICAL TASKS

Safety and Security

• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Maintain awareness of undesirable persons on property premises.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests service needs in a professional positive and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and co-workers using clear appropriate and professional language.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Provide assistance to coworkers ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

Check-in/Check-out

• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guests stay.
• Accommodate requests for room changes when possible.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Verify and adjust billing for guests.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Assign room according to guest request and preferences whenever possible.
• Ask for and enter Marriott Rewards information (e.g. number name address) when taking reservation or checking guest in.
• Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.
• Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.
• Clear departures in computer system to document that rooms are no longer occupied.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Review requests for late check-outs and approve according to occupancy.
• File guest paperwork or documentation.

Communications

• Operate telephone switchboard station in order to answer telephone calls.

Reports/Recordkeeping

• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Print contingency lists to have a record of all guests in case of emergency.
• Run credit card authorization report and check for discrepancies.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities.
• Identify and explain room features to guests (e.g. use of room key mini-bar ice and vending areas in-room safe valet laundry services).

Guest Services

• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive record and relay messages accurately completely and legibly.
• Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Answer record and process all guest calls requests questions or concerns.
• Arrange transportation (e.g. taxi cab shuttle bus) for guests/residents/visitors and record advance transportation request as needed.

Cash Handling

• Count bank at end of shift and secure bank.
• Provide change to guests.
• Cash guests personal checks and travelers checks.
• Balance and drop receipts according to Accounting specifications.
• Process all payment types such as room charges cash checks debit or credit.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Process adjustment vouchers paid-outs correction vouchers and miscellaneous charges.

Maintenance/Security

• Notify Loss Prevention/Security of any guest reports of theft.